Verizon — Local services in Denville

As a dedicated Verizon customer of 31 years, I have always appreciated the company's commitment to quality service. However, my recent experience at this specific location has left me deeply concerned about the level of professionalism and customer care provided by the staff.

My ordeal began when I contacted Verizon to cancel three of my boxes. The representative I spoke with over the phone was courteous and even informed me of an upgrade I was eligible for. She promptly arranged for the new equipment to be mailed to me. However, my positive experience turned sour when I attempted to return the old equipment to the Denville store.

Upon arrival, I was greeted by a crowded store with a long queue of customers waiting for assistance. When I approached a salesperson who appeared available to inquire about the procedure for a quick equipment return, I was met with hostility from her, she happened to be the store manager. She made disparaging remarks, publicly embarrassing me in front of other customers, and questioned my intentions. Despite my attempts to explain that my transaction would take mere seconds compared to the lengthy processes of those purchasing new phones or altering their plans, the manager remained dismissive and uncooperative.

In an attempt to expedite the process, I offered to leave the equipment neatly boxed up, and requested that it be processed when a salesperson became available. However, I was met with further resistance and even threats of being charged for the equipment. Feeling frustrated and disrespected, I resorted to contacting Verizon's customer service for assistance, only to endure a lengthy two-and-a-half-hour wait on hold before finally speaking with a representative.

Despite assurances from the representative, attempts to resolve the issue with the store were met with refusal, insisting on my physical presence with photo ID (which I later discovered to be untrue), which had not been communicated to me previously. Additionally, my requests to escalate the matter were repeatedly denied, claiming that the person I was speaking to was the highest level I could escalate to, which I later discovered to be untrue.

To compound matters, when I returned to the store to retrieve my equipment, which they did not expect, I found it labeled with an offensive note, "KAREN’S package, Do not touch," demonstrating a complete lack of professionalism and respect. Subsequently, a follow-up call from an individual claiming to be one of the managers further escalated the situation, resorting to name-calling and harassment, which led me to terminate the call, only to have him call me back three times from what I believe to be his personal cell phone.

This entire experience left me feeling not only disheartened but also unsafe, as my name and address were clearly visible on the package. I took it upon myself to escalate the matter to the corporate level, where I finally received the level of customer service I had come to expect from Verizon. However, it is evident that the Denville location, specifically at 3130 Route 10 W., is sorely lacking in professionalism and understanding of good customer service practices.

In conclusion, urgent action is needed to address the issues plaguing this particular Verizon store. There is a dire need for improved training and management to ensure that all customers are treated with dignity and respect, regardless of the nature of their transaction. Quick-service transactions such as returning equipment and making simple purchases should be accommodated with dedicated staff to prevent unnecessary delays and frustrations for customers.

Upon reviewing the Verizon Denville location's website, I noticed numerous negative reviews echoing similar sentiments of consistently poor...

Google wouldn't let me give 0 stars but I would if I could.

This place is a hoax like others before me have mentioned. Keep in mind "A Wireless" is an authorized retailer of Verizon products, not an actual Verizon Wireless store. They cleverly make it look like a real Verizon store though. The sales people here work on commission so they will lie to you in many ways in order to boost their earnings. I caught my sales rep in 3 different lies after I went to a REAL Verizon Wireless store to double check what I had been told at A Wireless. I had a BOGO Free offer on the new Motorola Droid Z Force that I wanted to take advantage of, but my sales rep at A Wireless said I needed to add a 3rd line to my plan in order to receive that offer. The rep at the REAL Verizon Wireless store said that was incorrect. That lie alone would have cost me an extra $700. That was on top of other lies and up charges I got added to my account after my visit to A Wireless that I DID NOT agree to. Long story short, after I found out I was lied to, I had to wait until a "manager" was present at A Wireless in order to return the phones I bought. So, after returning to the store yet a 3rd different time, the "manager" basically said to me "I can't do anything with these phones now that they are opened" and that he had to charge a $35 restocking fee for each phone plus the tablet I purchased. Nowhere on my receipt was this mentioned. And, it didn't matter to the "manager" that his sales rep LIED to me several times at all and that's why I was making the return. He would not waive those restocking fees though. So, unless I agreed to pay them $105 total in restocking fees I couldn't have returned the phones. So, I did. The manager held me hostage but in the end it still saved me $600 by returning the phones/tablet.

Long story short, never go here, this place is an absolute joke. I learned the hard way. You don't have to. Only go to REAL Verizon Wireless stores if you are looking for new Verizon phones or tablets. NEVER GO TO...

I went in for a quick FIOS pick up. Fernando was there setting up new service for a customer. After waiting 10 minutes, and asking if I could use the restroom (which he said no), I said I was there for a pick up and if I needed to wait for him to set up a new phone - if there was anyone else there. Verizon corporate had sent me since I’d be in the area and they had the box in stock. No one else was working there, that I saw. He made me wait so I asked if I can use the bathroom. He told me to go to Jersey Mike’s next-door when they open, which would probably be in 15, 20 minutes. I asked him if one of the corporate stores in the area could do it and he had told me ‘no only authorized dealers were allowed to do pick up’s’. This is not what I was told by Verizon corporate so I figured I was there, so I waited. I asked him if I can just pick up the item and he said no it’s a long process, I needed to wait. I was there about 40 minutes or so and I didn’t want to leave to go to Jersey Mike’s because I didn’t want to lose my place in line. Then when it was my turn, he looked it up and said let me see if we even have the FIOS box in stock. I told him, not only did corporate say I can go to any store, when I asked about this one they specifically told me they had these boxes in stock. I’m sure he intended on telling me he had none just to take a pound of flesh for no reason. Customer service was horrendous at this Denville Verizon authorized dealer. He also asked for a confirmation number which corporate didn’t give me. I said, (after being a Verizon customer for 30 years now), you can look up the order through my number. In all, the pick up process took less than 5 minutes, but I waited almost an hour. Do yourself favor - go to a Verizon corporate store. There are many in the area - Rockaway, Succasunna - to name a few. They treat their customers...